Communication with guests can be a circus, as my friend Andy McNulty wrote about on the Touch Stay blog.

His article is an excellent illustration of what it feels like to communicate, why it is necessary to communicate with so many different methods, and how to gasp get your guests to read information — with a trick up your sleeve.

communication circus

Each owner/manager/host/innkeeper has their own way of doing their communication flow, and we at Branson Family Retreats and Missouri Haus Vacation Rentals are always tweaking our processes and looking for ways to improve our communication.

We do these tweaks based on who our target guest is, how our guests respond to our communications, and what we see works for others (if it is something that fits the first two criteria, that is!). Here is our current flow after booking one of our Branson Family Retreats vacation homes:

Immediately on booking:

  • Confirmation email through PMS
  • Invite to guidebook from TS platform
  • Full color greeting card with favorite hiking trail map

Day after booking:

  • Email detailing importance of travel insurance

2 days after booking:

  • Email about show and attraction tickets

35 days:

  • Email reminder about travel insurance

30 days:

  • Email about digital guidebook through PMS

14 days:

  • Email with directions and digital guidebook through PMS

10 days:

  • Invite to guidebook from TS platform
  • Email about grocery delivery service

3 days:

  • Email with top 3 important things — Parking, Door code, Digital guidebook link

24 hours:

  • Invite to guidebook from TS platform

Day of arrival:

  • Email excited about arrival and confirming number of people and pets
  • Phone call / text to check they arrived safely

Day of departure:

  • Email thanking guest and asking for review

7-21 days after departure:

  • Thank you card in the mail

Notes:

Everything is automated except for sending the cards — the task work is downloading spreadsheet of names/addresses from PMS, uploading to the card company, then clicking Send. We use Mailbox Power for sending the cards. Click here for our referral link or enter TYANN in the code box to gain access to their platform.